Elevating the Client Experience: Lessons from the Ritz

In this solo episode of TradesTalk, Justin White shares key lessons from a recent stay at the Ritz Carlton in Naples, Florida  and how their legendary service philosophy can apply to any service business.

From a dropped fork instantly replaced to a manager personally fetching a guest’s favorite matcha drink, Justin unpacks how Ritz empowers every employee to deliver memorable moments with a $2,000-per-guest service budget. Daily rituals like team huddles, gold standard reviews, and consistent culture reinforcement show how world-class service doesn’t happen by accident  it’s trained, expected, and lived.

Justin draws a direct line to the trades: what would it look like if landscapers anticipated client needs before being asked? What if every team member had the freedom to make a customer’s day?

This episode challenges business owners to go beyond the basics and start delivering the kind of service people never forget.